Client Support Manager Flow Chart

Client Support Manager Flow Chart

Support TEXT and EMAIL arrives from Kimberlee........time to suit up!...

type the client's domain name in the above field
If the client does not know there is a fair chance they have their emails with us (POP3 email hosting)
To confirm, you could go to https://mxtoolbox.com/ and type in their domain name, here are the common setups and their providers;

On the MX Toolbox site, after you type in their domain and clicked on the 'MX Lookup Button', the results appear in around 30 seconds.

In the results, if the IP Address field (in small print) includes the following words:
Microsoft: they are with Office 365
Google: they are with GSuite
Web24: they are with us on POP3

Ask the client if they can browse to their own website
Ask the client if they can browse to any website
Ask the client if they can browse to any website
Hmm, if the client can see their website but their POP3 emails are not working this would suggest that their IP address is not blocked from the server.
Suggest the client go to their cPanel login -> email accounts and check that their email account is not full.
Thay can also access webmail via the 'more' button in their cPanel login -> email accounts area to check and clean out some emails.

Hit the SUBMIT button and the Youchoose Support staff will be emailed and will follow up on their enquiry.
GSuite is provided by us here at Youchoose for many clients and is never down

Hit the SUBMIT button and a Youchoose Support Member will follow this issue up with the client.

GSuite is provided by us here at Youchoose for many clients and is never down

Hit the SUBMIT button and a Youchoose Support Member will follow this issue up with the client.

Great work, you identified the problem as a local data issue!
The client can try re-booting their modem and if still an issue they would need to follow it up with their ISP (internet service provider)

Fill in the details above and hit the SUBMIT button so we have a record of this enquiry.

Office365 is not provided by us here at Youchoose but is very reliable all the same
Typically, Office365 is provided by an IT professional like Luke Threlfall from Edge8 IT, who can most likely help them.
Luke's contact details are mb: 0477 654 224

As long as I have not told you I am away, I will follow this up with the client.

Hit the SUBMIT button and the Youchoose Support Staff will be emailed and will follow up on their enquiry.

Office365 is not provided by us here at Youchoose but is very reliable all the same
Typically, Office365 is provided by an IT professional like Luke Threlfall from Edge8 IT, who can most likely help them.
Luke's contact details are mb: 0477 654 224

As long as I have not told you I am away, I will follow this up with the client.

Hit the SUBMIT button and the Youchoose Support Staff will be emailed and will follow up on their enquiry.

That is fine.

Hit the SUBMIT button and the Youchoose Support Staff will be emailed and will follow up on their enquiry.

this will send an email to Youchoose Support Staff to help the client further with their enquiry

Fill in the details above and hit the SUBMIT button so we have a record of this enquiry.

this will send an email to Youchoose Support Staff to help the client further with their enquiry

Fill in the details above and hit the SUBMIT button so we have a record of this enquiry.

Open a new Browser Tab and type in the client's website address
If you can browse to the client's website, it means the problem is local with the client
The ability of you filling in this flowchart is proof of there being no problem with the Youchoose Server
THE PROBLEM IS WITH CLIENT'S SITE ITSELF

Let's get some more information

Knowing the platform can help us identify the problem
The following are the restore points available;
- last nights back up
- the 1st of this current calendar month
- the 1st of the previous calendar month
Account restores are not guaranteed, make sure you tell the client this.
Our Account Level Backups and Restores, however, have an extremely high success rate
THE PROBLEM IS LOCAL WITH THE CLIENT

Repair charge is $50+gst - No guarantee that site can be repaired in this time frame.
Time allocated for the repair is 30 minutes, we will report back on our findings and success or next steps to take

Note: Account level recovery takes the entire account back to a point in time.
Any and all information on the account (POP3 emails and website updates) are lost post Restore Point

Make sure you read out all of the above to the client so they can make an informed decision

Fill in the details above and hit the SUBMIT button so we have a record of this enquiry.

A CLIENT GETS LOCKED OUT OF SERVER (CANNOT ACCESS THEIR EMAILS / WEBSITE OR YOUCHOOSE WEBSITE)
The phone call typically starts with, is your server down, I cannot access anything!
We are always blocking IP addresses for trying to break into the server with wrong account details, this is ongoing every day....., always.

We block the IP address to protect the server from hack attempts.
We start with a TEMPORARY BLOCK for a period of 30 minutes after which it is automatically unblocked and then if the problem continues (5 Temporary Blocks) we move to a PERMANENT BLOCK.

If an IP is permanently blocked, and it is a genuine client's IP (not a hacker), they will most likely ring up saying 'is your server down'. The client hardly ever says 'I have new IPhone and I have tried to set it up and now it seems I have been locked out'.

Note: most ISP dynamically generated a new IP for their clients on each new connection so if the client reboots their modem, generally a new IP will be issued by their ISP and they get another series of attempts to access their accounts.

Below are the rules sets applied

TEMPORARY IP BLOCK - THEIR IP IS BLOCKED FOR 30 MINUTES
If a client tries to log in to their following accounts with the wrong username and/or password;
- POP3 email account (10 times within 1 hour)
- cPanel account (5 times within 1 hour)

PERMANENT IP BLOCK
- POP3 email account (5 temporary blocks)
- cPanel account (5 temporary blocks )

Looks like the client is blocked from the Youchoose Server commonly caused by multiple failed login attempts
Ask the client if they have been trying to set up a new phone or a new laptop and are having trouble with the setup

You could offer to send the client the 'POP3 email setup instructions' (via the above 'call is regarding' option).

ASK THE CLIENT IF THEY HAVE WAITED AT LEAST 30 MINUTES AT WHICH TIME THEY WILL BE AUTO UNBLOCKED

IF IT IS URGENT OR IF THEY ARE PERMANENTLY BLOCKED, YOU CAN UNBLOCK THEIR IP ADDRESS MANUALLY

June 25th to July 21st ONLY
In between these dates above, check my (Chris Maber's) calendar (in your own GSuite Account) and see where I am.
Check the time zone compared to Melbourne.
If it is between 11PM and 6AM in the city I am in, tick the box to include Douglas (below) in on this email.
Douglas is backing me up during this time period.
You can additionally contact Douglas on 0400 658 535
cPanel can be accessed via the 'Client Area Login' if client can not provide direct cPanel access. Client Area Password can be reset easily (if required) just with access to the billing email address, email account.
OR Username and Password via fields below
OR Client Area Login below
their billing profile email address
Sorry,
Unless either the Client Area login or the cPanel login details are provided, Doug cannot assist further with this.
Even though you have checked the box to include Doug, he will not get emailed unless this information can be provided.
Perhaps the client can get back to with this information OR
they will have to wait until I can help them directly myself.
If the repair option is preferred by the client, confirm they acknowledge that a payment of $50+gst is authorised and the time allocated for this work is 30 minutes only with no guarantee we will be successful.
We will, however, provide a report of what we did.

Hit the SUBMIT form button below and a member of our support staff will action this request.

Ok great, the client is going to wait at least 30 minutes before trying again
Tell the client, persistent wrong login attempts will ultimately lead to their IP address being permanently blocked
Once their IP address is permanently blocked, they need to ring up to have it manually unblocked by us

Hit the SUBMIT form button below and a member of our support staff will action this request.

Ask the client their IP address
They need to type the below into their web browser and then tell you the number they see at the top of the browser screen (this is their IP address).
http://www.whatsmyip.org/
Once you have the client's IP address, go here to unblock which will take you to the unblock IP address area of your Client Area. If you are not logged in you just need to login first.
Enter the IP address to unblock and restore the client's access to the Youchoose Server.
Let the client know the result which is displayed at the bottom of the page.
Wow, that is great!
Well done.
Let the client know that subsequent bad login attempts will result in their IP address again getting blocked.

Hit the SUBMIT button so we have this instance recorded for future reference.

That sucks!

Hit the SUBMIT form button below and a member of our support staff will follow up this with the client.

We’d love to hear from you!

Contact Info

Contact: Youchoose Pty Ltd

Address:
PO Box 5269,
Frankston South, Victoria 3199

Tel: 03 9811 7070

Email: support@youchoose.com.au

Web: www.youchoose.com.au

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